Is the Customer Always Right?

A scene that gets played out at boat ramps hundreds of times each day, a customer or group of customers, approach their guide and begin their fishing trip with a certain set of expectations. Now if all things had been equal, this set of expectations would have already been clearly communicated and each angler, along with the guide, would know and understand what the desired outcome would be. More times than not this communication between the parties has been rather vague and based on assumption, which we all know can be a huge mistake. In fishing as well as most other things in life, communication can make the difference between a memorable day and one that turns out to be a complete dud.

Over my fishing career I have been fortunate to have been on both sides – guide and customer – and with each experience I feel like I get better, both as a guide and charter client. As a guide it’s my job to do more than just catch fish, I need to try and help my customers learn some things that will enable them to catch fish in the future. On the flip side, I need to also listen to the customers because they can, and often do, share things that help me as well. The sooner each person realizes that there is always another way to catch fish the better and more successful each person will become.

In general, when I first speak with a prospective customer, I ask a list of questions that will help me put together a plan for their trip that will match their expectations. It’s at this point where both the customer as well as the guide need to be as honest about their expectations as they possibly can. There are times that guides are apprehensive about telling the potential client that the fishing may not be very good for fear of losing the potential day’s wages. I have always found that if you are up front and honest about what you are catching and lay all your cards on the table, the vast majority of the people I speak with appreciate the honesty. If I tell someone who is inquiring about fishing with me that things are slow and the customer still decides to come, then everybody understood the risk and there were no assumptions or gray areas that would lead to dissatisfied customers.

Customers also have an obligation during the process and that is to let the guide know what type of trip they are looking for. For instance, a group of anglers who show up thinking they are going to wade and chase big trout are probably not interested in chasing school trout from the boat. Or a family who just wants to introduce their kids to the sport are certainly not candidates for an all-day wade for one big bite. Knowing the expectations of each individual is a must and being honest about those expectations is always the best policy.

As a client, I personally subscribe to the school of thought where I defer to the guides recommendations. I know there are exceptions to this rule, but for the most part, if you allow the guide to describe the best option for you to enjoy a successful trip, you really should listen carefully. As a guide, I cannot tell you how much I appreciate customers who are flexible, it’s a joy to have folks like that on board and it sure makes it easier to give them the best day possible. I have asked many guides about this very subject and you can imagine the responses I get, it’s horrifying, humorous, and even downright perplexing at times.

Recently I made a trip south of the border and got to spend some time with some charter captains from Mexico and I asked them some of the same questions. Every one of them said the same thing, “We get people every day that are bound and determined to catch a particular species of fish that is not in season.” For a charter captain, this makes for a miserable day and, even worse, one when tips are almost certain to be slim, if any are received at all. On the other end of the spectrum is the client who gets on the boat and says, “Whatever you think is best will be fine with us.” Customers with attitudes like that are often rewarded with some bonus opportunities that they may otherwise not have received by being stubborn.

Perhaps one more advantage to communication with your guide is the information you can learn if you are willing to ask. Take advantage of the time you have with your guide, ask questions, and listen carefully to the responses you get. Guides are more than willing to teach or share techniques or ideas with folks who genuinely want to learn. Everything from which knot to use, to the best presentation of a certain lure are all great things to ask and likely will also make you a better fisherman. I can remember as very young guide going to the fishing shows and asking older guides about certain things like fish patterns, lure color in relationship to water clarity, and other things I may have been struggling with at the time. Thankfully I was never turned away by any of them. I did however watch other young guides who may have come across as a little too cocky get absolutely shut out due to their attitude and the way they went about things. Being somewhat humble and honest in your approach goes a long way in situations like this as well as booking a charter or fishing with a guide.